An Post is currently on a major transformation journey. Core to this transformation is putting the customer at the heart of the company, its propositions, and its culture. How we engage with a relevant message at the relevant time in the relevant channel is vital. CRM is a key pillar in the business's income generation strategy and serves to improve consumer acquisition, retention, and win-back, enabling the business to achieve its consumer base targets and financial goals.
We are seeking a CRM Lead on a specific purpose contract for maternity cover
to build on the great foundation already established in developing our customer engagement strategy. Reporting to the Director of CX & Marketing, you will focus on advancing this strategy by deepening collaboration with the Group Technology department to wrangle data and insights, crafting a unified single customer view that enables more targeted, personalised, and impactful CRM campaigns.
In this role, you will lead the CRM team in ensuring consistency in data-driven decision making and strategy formulation across CRM programs and campaigns. You will work closely with Group Technology and other stakeholders to integrate and optimise data sources, enabling more robust customer insights and enhanced customer engagement.
You will also be responsible for structuring CRM strategies and campaigns against allocated budgets and leading the CRM departmental budgetary allocations, ensuring all efforts stay aligned with broader business objectives.
Responsibilities
The principal responsibilities of this role include, but are not limited to the following:
* Build on the existing customer engagement strategy to further drive brand growth, attract new customers, increase customer product holding and retain existing loyal customers.
* Lead the development of a Single Customer View, working cross-functionally, to drive engagement and revenue across both B2B and B2C segments.
* Develop, implement, and lead a customer contact strategy for both B2B and B2C segments, focused on retention marketing tactics that increase purchase frequency and value.
* Drive the development of a multi-channel customer engagement platform,
including email, SMS, push, direct mail and outbound calls.
* Optimise the overall CRM strategy by using predictive analytics based on integrated internal and external data sources.
* Own key retention and cross-sell sales metrics for the Retail part of our business.
* Lead, develop and grow, a small team currently comprising of two CRM Specialists.
* Demonstrate An Post Shaping Our World values and behaviours in daily work and address behaviour that supports or disagrees with these values.
Qualifications
To excel in this role, you will be passionate about customer experience and retention with proven experience building and advancing customer loyalty/CRM strategies, particularly in complex data environments.
You will hold a Bachelor's degree in marketing or related discipline and have strong Customer Value and Lifecycle Management experience with 5+ years working at a Senior level.
You will have experience with email and marketing automation platforms (e.g., Oracle Eloqua, Microsoft Dynamics, Adobe), push notifications, SMS, outbound calling and direct mail as well as good knowledge of Database Marketing laws (GDPR, e-Privacy Directive etc.).
You should be curious about new emerging technologies, including AI and have hands-on experience working closely with technology or data teams to develop single customer views or unified data platforms.
The ideal candidate will be a proactive self-starter and teammate with a track record of driving successful marketing campaigns in collaboration with multiple stakeholders. You will have excellent project management skills with the ability to coordinate cross-functional projects.
Strong empathy for customers and a deep understanding of retention value drivers is vital for the role.
Proficiency with Google Analytics and experience in Telco or Financial Services sectors is advantageous.
Critical Competencies
(The following competencies are critical to the delivery of results and/or to superior performance in this role:)
* Technical/Professional Knowledge
* Problem Solving & Analysis
* Building & Maintaining Relationships
* Results Orientation
* Change Management
About the Benefits
In addition to a highly competitive remuneration package we offer access to the following:
* An Post Company Medical Scheme
* An Post Pension Scheme
* PRIP Bonus Scheme
* Paid Maternity Leave
* Paid Paternity Leave
* An Post Employee Assistance Programme
* Digital gym with daily scheduled workouts
* Secure on-site bicycle parking & Cycle to Work Scheme
* Tax Saver Travel Pass
* City centre location
How to Apply?
We welcome all interested candidates to submit a detailed CV. At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. An Post is committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact us at
About An Post
An Post is one of Ireland's leading organisations, offering financial and postal services as well as being a trusted gateway to government services. We are transforming from the old world of traditional letters and cash to the new digital world of e-commerce parcels and financial services.
An Post's core purpose — to act for the common good, improving the lives of people in Ireland, now and for generations to come — is aligned with the United Nations Sustainable Development Goals, putting sustainability at the centre of everything we do. Corporate Social Responsibility plays a pivotal role at An Post as we focus on developing long-term sustainability. Diversity and Inclusion are also embedded in our strategy, as we continuously evolve to be representative of our employees and the communities we serve. Read more about our strategy and our progress today